UNACCEPTABLE SERVIVCE AND LACK OF FOLLOW THROUGH

On Saturday the 3rd of October, a transaction I swiped in a hair salon first failed, but I received an SMS notifying me that it came out of my account. The store tried again, and the transaction was successful, and again, funds were depleted from my account. So I paid twice for the same thing but the store only got one payment. I immediately went to the FNB branch in Randridge Mall Randparkridge to do what was necessary to get one of the transactions sent back to my account. Unfortunately i did not look at her name tag but a lady attended to me, explaining what had happened and filled in forms for me. I gave her the necessary proof/receipts, my ID and my card and she gathered everything. I walked out of there with her telling me that it will take 3 - 5 working days for the transaction to be reversed. Today is the 16th of October, after I had recontact FNB via their web page I'm now getting emails asking me to fill in forms and send them proof. Now excuse my french but how the **** am i gonna do that when i gave it to you in the first place? Are you not the same company? can you not locate that information from the original branch? this is BULL ****. FNB IS ****ING ME OFF!